Offres d'emploi - Caledonia%2C on%2C ca

Job DescriptionWhat You’ll Do : The Telephony Administrator is a telephony, communications and contact center expert who focuses on call center infrastructure, business communication and other telephony platforms. The Telephony Administrator is responsible for supporting Orbit’s contact center and unified communication solutions with a primary focus on the day-to-day support and operations. This role will also contribute to internal projects as needed, during which the focus will be on the design, customization, implementation, and optimization of CCaaS (Contact Centre as a Service) solutions.Reporting to the Manager of Information Technology Services, you’ll be responsible for : Supporting Orbit’s Nice CXOne telephony technical environmentTroubleshooting and resolving technical issues related to contact center operations, escalating when necessary.Managing day-to-day operations, including user and script modifications.Providing day-to-day second level support to end users and ServiceDesk staff.Working closely with various business and technology stakeholders to gather the business and technical requirements needed to design, implement, and support Orbit’s NICE CXone environment.Assessing the performance of the Nice CXoneand suggesting and implementing system enhancements when necessary.Building and / or modifying call flows where necessary through collaboration with partners, business stakeholders, vendors, and third-party providers to ensure effective integration, supporting contact center technologies while supporting the scheduling of upgrades.Maintaining and improving the design and configuration of Orbit’s telephony solutions, including but not limited to IVR scripting, ACD, call routing, telephony integrations, web chat, SMS & email.Monitoring and maintaining Orbit’s contact center and unified communication systems, ensuring reliability, scalability, and security.Testing configurations, workflows, and integrations to confirm quality, reliability, and efficiency Nice CXone, and resolve technical challenges related to platforms.Collaborating with the Manager, ITS in the management of carriers connections and service levels.QualificationsLet’s Talk About You : This is the unique blend of skills and experience we would love to see in an ideal candidate : A degree or diploma, preferably in Computer Science, Information Systems Management, or similar discipline; supported by experience in telephony support and management.2+ years of experience supporting and configuring CCaaS solutions.Experience with Nice CXone required.Working knowledge of SIP trunking.Prior experience and knowledge of CCaaS and CRM integrations.Ability to understand, build, and modify call flows.Ability to implement against test scripts to confirm quality, reliability, and efficiency of technologies.Highly analytical individual with advanced problem-solving skills and strong attention to detail.Ability to generate innovative and valuable ideas to contribute to business solutions.Proficient in generating comprehensive performance and usage reports on Nice CXone. Support WFM team as needed for creation and generation of operational reporting.Hands-on experience with Microsoft Teams as UCaaS is asset.Ability to effectively support web-based solutions to enhance contact center functionality and user experience.Proficient in the use of automated testing methodologies.Ability to identify, assess and mitigate potential risks, ensuring security, compliance and resilience of the contact center infrastructure.Experience with agile development methodologies.Excellent verbal and written communication skills.French Spoken would be a big Asset